Here we will focus on how
and why the BBB handles complaints. We will confine our learning
experience to the common practices among Bureaus, so as to avoid
conflicts with local policy and procedure.

Students who complete the
Complaint Module will know why complaints are serviced by
the Bureau.

They will understand expected
compliant outcomes.

They will know mediation
and arbitration basics.

They will be able to manage
a complaint to closure.

And they will be able to
evaluate a complaint outcome in terms of business practice issues,
and in terms of the satisfaction of the customer and of the
business.

The Complaint Module will
also feature scenario driven lessons. These will be based on standard
policy and procedure, and we will avoid the appearance of imposing
nuances in areas where we could be inconsistent with local options